This course is designed for IT professionals aiming to enhance their service management skills and is particularly useful for those organizations going through a digital transformation. It focuses on widely accepted best practice guidelines and equips students with the knowledge to improve service delivery.
Purpose
| Equip IT professionals with the understanding of and best practices for enhancing service management in order to support organizational digital transformation.
|
Audience
| Those involved in IT service delivery and management
|
Role
| IT executives, IT architects, IT managers, IT administrators, and service delivery professionals
|
Skill level
| Intermediate |
Style
| Lecture | Group Discussions |
Duration
| 3 days |
Related technologies
| ITSM | ITIL® 4 | COBIT | ISO/IEC 20000
|
Course objectives
- Explain the key concepts and terminology of ITSM
- Compare and discuss the various ITSM frameworks
- Describe service operations and responsibilities
- Employ key performance indicators and metrics
- Identify and employ ITSM best practices